Vikingbet Casino - Player complains about overriding responsible gaming features.

Hi

I would like to raise a complaint on Vikingbet.com.

I was really satisfied with this casino and their casinoservice, but their responsible gaming is terrible.

For several times I have selfexcluded my account, and reopened it. I have also set limits for loss and deposits, which has been removed aswell. The operator has reopened the account immediatly after I have asked for it, without any 24 hour freeze. I was also able to remove loss/deposit limits immediatly, without any 24 hours freeze. it is stated in their T&C that this takes effect after 24 hours. For me they have opened this immediatly, without any questions.

Last time I spoke with their customer service, I asked my account to be blocked permanently without any oportunity to reopen the account.

Then, weeks later, I contacted them on chat and asked for a reopening. Without any questions they reopened the account…

i have tried to solve this issue directly with them. They claim that they receive such request weekly from persons abroad, trying to fraud them for some thousands.

Between the lines, they try to put the responsibility to me, claiming me to fraud them, which is bullshit.

They dont care about responsible gaming at all, when they have no restrictions for me, removing the loss/deposit limits immediatly, in breach of their own T&C where it is stated that this takes 24 hours. I guess this is some requirement from their licensee.

And the other case where I specificly asked the account blocked and not able to reopen, and within seconds I was able to reopen the account without any additional questions.

I dont have access to my account now, but I am asking for a full refund for all the amount I have lost when I was able to remove the limits within seconds, and also the deposits made after I asked my account to be blocked permanently without any option to repoen the account.

Dear Jfred,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please specify the first time you requested the casino to permanently close your account due to gambling addiction? Please forward me the account closure request as well as the response from the casino. My email address is veronika.l@casino.guru.

Regarding deposit and loss limits, did you request the casino to change these limitations after your account was reopened? Or did you encounter difficulties in changing the limits even before requesting self-exclusion?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

I did not specify the reason for the closure, but they did not ask either. I stated to them that «please block my account permanently without option to reopen the account.

For several times i did put limits on my account. This was something I was able to do on my profile. When my deposits failed due to the limitation and when I removed this limitation on my profile, it was removed immediatly, without this 24 hour freeze. This limitation was also removed by their customer service when I asked them why the deposit failed.

In my opinion, when I ask for a complete block and that I should not be able to reopen the account, they should have asked the reason. When I contact them some weeks later, and ask for a reopening, they dont even refer to my previous chat where I specified that my account should be reopened. They just open it without any questions.

For me it seems like a complete lack of responsible gaming.

I understand your dissatisfaction. However, it is important to note that there is a difference between closing the account and self-exclusion.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

I am very sorry but since you did not mention gambling addiction as the reason for closing your account, we are unable to help you get your refunds. I apologize for any inconvenience.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.